Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?

• A.Create a single Dashboard with a Region filter.
• B.Create a Dashboard for each Region.
• C.Create a single Dashboard with a Case Team filter.
• D.Create a Dashboard for each Case Team.

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What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

• A.Evolving content-based product lifecycles
• B.Developing a knowledge base on the experience of an individual
• C.Creating content as a result of solving issues
• D.Rewarding learning, collaboration, sharing and improving.

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Universal Banking needs to provide a public knowledge base on its website. The company has three product
groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common
questions about each product area. How should Knowledge be configured? Choose 2 answers.

• A.Create two article types to display information (Question/Answer, Product Info).
• B.Create two data categories to display information (Question/Answer, Product Info).
• C.Create three data categories for each product area (Personal Banking, Mortgage, CD).
• D.Create three article types for each product area (Personal Banking, Mortgage, CD).

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Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?

• A.Personalised navigation menu
• B.Actions & Recommendations component
• C.Omni-Channel Utility widget
• D.Global Shared Macro

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Forwhich purpose should a contact center use Visual Flow?

• A.To automatically assign cases to a specific queue based on the customer support level
• B.To automate business processes for agents who troubleshoot customer support issues via phone
• C.To assign follow-up tasks to an agent one week after a case is closed.
• D.To escalate to the support managerif it has been open for more than 72 hours

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